Chances are good that you've all been through it before – you do great work for a client, she gives you all kinds of praise, and then you don't hear from her again.
There are plenty of reasons clients move on, and it could be for a reason that's completely out of your control. But, then again, it may be related to something you did, or said, that you were completely unaware of.
For example, maybe they’ve grown weary of you always running 10 minutes late. Or, maybe it has become too hard for them to schedule an appointment with you. Perhaps you became a little too casual with them for their liking.
No matter the reason, retaining your clients is obviously a key factor in your success. Here are some suggestions that can help you keep your clients coming back for more.
Don't Become Too Familiar
This ties in with becoming a little too casual with a client. Always treat them like a VIP and make sure they're getting the best possible experience with the salon.
Act Like A Pro
Being on time for your appointments is an important part of retaining clients. Even if you provide great service, a client may look elsewhere if they don't feel like they can depend on you.
Pre-Book The Next Appointment
Try to schedule your next appointment with a client before they leave the salon. Recommend how often they need to come back for maintenance. Always give them a time frame.
Have A Plan
This relates closely to pre-booking clients; having a long-term plan for their hair lets them know that they're a high priority client during their visit.
Follow Their Lead
In other words, mirror their image. If the client is "up" and talkative, then you should be, too. If they're in a quiet mood, then make that your mood. Keep giving great hair, of course, but be whoever they need you to be.
Promote Your Skills
If you have special skills as a stylist (perhaps you're trained in a particular treatment), then let your client know that. You can recommend the treatment to the client, or ask them to refer you to someone they know who might be interested in it.
Have A Consultation
Consult with your client each visit. Listen more than you talk. Let them know that you want – and value – their input.
For more advice on the hair stylist business, become a part of the team at The Salon by Lora Brown in Amarillo. The Salon is focused on providing a mentoring environment and advanced training.
Lora Brown is a master stylist and the owner of The Salon by Lora Brown. She has worked in the salon industry for 30 years.